Concierge Coordinator

4 weeks ago

Palm Beach, Florida, United States The University of Miami Full time
Job Summary:

We are seeking a highly skilled and detail-oriented Concierge Coordinator to join our team at The University of Miami Health System. As a key member of our Concierge Administration team, you will be responsible for coordinating the full cycle of medical services for international or VIP patients, including gathering pertinent data, organizing transportation and lodging, and scheduling appointments.

Key Responsibilities:

• Coordinate medical services for international or VIP patients, including gathering pertinent data and coordinating with referring physicians and payers.
• Organize transportation and lodging for patients transferring to or seeking services at UM facilities.
• Schedule appointments, register patients, and verify insurance coverage.
• Negotiate discount and bundled package pricing, and obtain letters of agreement and payments from self-pay patients and other payers within guidelines.
• Follow up with patients and non-contracted payers to collect funds.
• Serve as an after-hour contact for one week on a rotating basis.
• Troubleshoot any problem independently and expeditiously.
• Adhere to University and unit-level policies and procedures and safeguard University assets.

Department Specific Functions:

• Communicate with patients regarding our programs and services via phone calls using Nice In Contact phone system or e-mail.
• Facilitate membership agreement signature and payment collection for patients interested in joining UHealth Concierge program.
• Onboard new Concierge members by scheduling meet and greet meetings for patients with physicians to establish primary care provider and codes new members in Epic as well as in internal department logs for tracking purposes.
• Manage medical services for UHealth Concierge members by gathering all pertinent data and coordinating as needed.
• Serve as UHealth Concierge members liaison between clinical departments by gathering pertinent information from both parties to coordinate and provide quality patient care.
• Schedule appointments, register UHealth Concierge members, and verify insurance coverage.
• Communicate with UHealth Concierge members regarding estimate amounts due at point of service.
• Coordinate with UHealth Concierge members time of arrival, appointment location, and appointment instructions.
• Follow up with UHealth Concierge members on additional appointments needed, coordinates test scheduling and referrals.
• Answer multiple UHealth Concierge member requests including incoming triage calls, responding to patient questions and then documents messages in the appropriate programs such as UCHART/EPIC or Microsoft programs.
• Document all patient interactions in department log to ensure continuity of care.
• Review Executive Health Inbox for inquiries and provides assistance by working with various departments to handle accordingly.
• Work cooperatively with colleagues and other departments including leadership to solve problems and enhance the smooth and efficient flow of the practice while displaying a positive attitude.
• Responsible for regular communication of the department's role to appropriate internal and external parties.
• Troubleshoot time sensitive issues and must work well under pressure independently and/or in a collaborative environment expeditiously.
• Handle Concierge membership renewal process by communicating upcoming membership expiration dates, facilitating the signature of a new agreement, and collecting payment or offboarding member should they choose not to renew.
• Block provider schedules as needed to ensure efficient clinical workflow.
• Communicate confidential information ensuring compliance with all regulatory guidelines (i.e., HIPAA) and University policies as appropriate.
• Adapt to changing work demands and environment. Anticipate potential problems and assist leadership in the development of contingency plans.
• Adhere to University and unit-level policies and procedures and safeguard University assets.
• Must be willing to travel/float between sites.

Requirements:

• Bachelor's Degree in related field required.
• Minimum 1 year of relative experience required.
• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to maintain effective interpersonal relationships.
• Ability to understand and follow instructions.
• Excellent customer service skills.
• Experience in working with Epic and NICE and Contact preferred.
• High level of attention to detail and organizational skills.
• High level of time management skills.

About Us:

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more. UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the groundbreaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status: Full time

Employee Type: Staff

Pay Grade: H7

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